Virtual Community & UGC Support Specialist

• Review and publish user generated content, ensuring compliance with our review publication philosophy.
• Reports on content for Cruisers’ Choice Awards compliance with focus on user sentiment and trends
• Monitor and respond to all Community and Feedback email inboxes for general member support as they pertain to our message boards, community and site features and products.
• Monitor alerts for problems on the forum software platform and take appropriate action.  Attempts to identify root causes and recommends process and policy improvements as appropriate. Troubleshoots technical problems and escalates bug reports as necessary to Community management and/or engineering 
• Assist our Community Leader Volunteers on an as-needed basis
• Identify user needs and trends through observation and incoming feedback and report common requests, questions or complaints
• Assist Community team as needed on a wide variety of community projects
• Perform QA tasks as needed to ensure that we provide top-notch experience to our audience

Skills & Experience:

• Minimum two years prior Community Management & UGC Experience, preferably for a popular consumer-facing website
• Excellent interpersonal skills, patience, and a genuine desire to help users with technology challenges  
• Willingness to own responsibilities and work with minimal supervision 
• Solid computer skills, including proficiency with Google suite of products,  all Internet Browsers and mobile operating systems
• Must use appropriate judgment based on our principles of brand integrity and stated community guidelines
• Tact, diplomacy and sensitivity to respect confidential information
• Demonstrate interpersonal and customer service skills in a professional business environment
• Excellent command of the English Language, grammar, punctuation and spelling - strong proofreading skills. Verbal communication skills with the ability to organize and prioritize workflow
• Must be a team player
• Passionate about travel, cruise and online community experience 
• Experience with using web-based tools and databases, including community software platforms, Slack, etc. 
• Willingness to learn Figma, Miro, Adobe, Tableau platforms.